HELP DESK

We offer support in English, Italian and Slovenian languages. Please keep in mind that support for other languages is provided with the help of Google Translate, so there might be some misinterpretations.


placing an order

You’ll get an original invoice once the headphones are shipped out to you in the package with the headphones. Invoice will be issued to the shipping address that you have provided with your order unless you ticked the option for a separate billing address and entered it. If amendments are required, reach out to info@olloaudio.com.

Please write us a message through our help desk, and we’ll send you a reactivation email to access your account. Alternatively, you can try clicking the “Forgot?” link and follow the instructions provided on the account webpage.

Simply place your order and enter your VAT number into the designated field in the cart - before entering the checkout. The VAT will be automatically deducted from your invoice. If you experience any problems when placing your order, please contact us through our help desk, chat support or phone.

We have to manually check the shipping destinations that are not on the list due to potentially higher costs. Please write us your address so that we can check the shipping options for you. If the shipping is possible to the destination, please double check your import costs for your destination based on the price of the headphones. Refer to your local customs office.

We believe in fair pricing all year long, so there’s not much room for the discounts here at OLLO audio. However, we’re aware that being at the beginning of the audio profession can be hard, so we have an option to support all the audio-related students and teachers with a 25% discount on our headphones. To get the discount, please reach out to us with your student or teacher ID, so we can check your inquiry and grant you the discount.

Your data is on secured servers that run SAAS (Software as a service) that we use. Webstore is hosted by Shopify ltd. Our internal CRM is hosted by Hubspot ltd. If you wish for detailed information, check our privacy policy or reach out to info@olloaudio.com.

shipping

DHL Express shipping is faster (usually 2-3 days in Europe and 3-5 days in the USA) and costs a bit more. The standard shipping options take up to 30 days to arrive at the destination. This depends on the destination and local courier services. This is the reason it is a cheaper option, but both options are reliable.

After your order is processed, you will receive a tracking number to see your package’s status. You can access the tracking number through your order status page, which you’ve received as an email. In case headphones take longer than expected to arrive (2-3 days in Europe and 5-7 days in the USA once the headphones leave our offices for the DHL service, and up to 30 days for standard shipping), please let us know so that we can inspect your order. Send us your order number.

First, we check with the carrier for detailed information and only when the carrier confirms a lost package, we proceed with reimbursement or a second unit.

Import duties may apply if your shipping destination is not in the EU. Please double check your import costs with your local customs officers. We do not cover any duties or levies and are also non-refundable in case of returns.

30 days trial period

We know it's challenging to make a decision based on tech specs and reviews. The only proper way to know if any of our products are appropriate for you is to give them a try. If you don't like what you hear, we offer a 30-day return policy with no extra costs (duties excluded). 

30 days money back is available on all purchases, whether you buy with an instalment plan or in one lump sum payment.

The trial period of 30 days starts from the day you receive the headphones.

If you want to try more products, you have to go through the process for each one. So, for every product, a trial deposit of 99€ + shipping will have to be made in case of instalment payment. Alternatively, you can pay in one sum any quantity and models you wish and have them all with a trial period.

1. Pack the product in its original packaging for safe return.

2. Inside the package, write your order No. or Invoice No. for identification purposes. If you do not have an order or invoice No., you probably bought the product through one of our resellers (or a gift), and you need to return the item to them. They will give you detailed information on how to proceed.

3. Send the package back to us using any carrier you wish. We suggest you make sure that you get the tracking number for the package as a lost package will cancel the refund process.

4. Once received, our engineers perform an inspection of returned items.

5. We issue a refund (or cancel instalments if you bought in instalment plan with PayPal) of your purchase, excluding any duties and shipping costs.

6. Return date is considered to be the date when your currier took over the package from you.

7. We are human. A few days over a 30 days trial period will hurt no one.

A refund policy is available in detail here. If you need further assistance, please reply to this email or reach out to us through the help desk.

RETURN ADDRESS:

To: OLLO Audio d.o.o.

Street: Mednarodni prehod 6

ZIP: 5290

Town: Sempeter pri Gorici

Country: Slovenia, EU

If any items are missing or damaged, or if the return is initiated outside the 30 day period, we reserve the right to deduct an appropriate restocking fee from your refund. Restocking fees are typically between 5 and 15% but may be equal to the costs associated with any repairs/replacements needed.

To be entitled to a full refund, you need to safely pack the headphones in original packaging with all the accessories (pouch bag and cable).

Please contact us at info@olloaudio.com or through the help desk. The process is the same as if you bought them at our web store.

If you placed your order with any of our resellers and wish to return it, please contact them directly. They have their own return policies that could be different from ours.

instalments

1. Open this link and click on the Pay in Instalments button.

2. You'll be redirected to the PayPal interface, where you'll log in and will be asked to confirm the terms to purchase with the instalments plan.

3. Everything else is automated. If there's any other info that you want to change, you can simply email us (different shipping address, ...)

In case you need additional info, you can see this video where Rok explains the instalments purchase process.

Unfortunately no. It's a pre-set PayPal service for A stock items only.

All you need is a PayPal account. If you don't have one, you can also create one easily during this instalment plan setup.

We use the PayPal instalment plan to capture the trial deposit and shipping. If you decide to keep the headphones, a set of 12 monthly instalments for the rest of the purchase will be set in motion. If you choose to return them, we will cancel the instalment plan, and we will refund you the trial deposit and any later instalments that might go through before the return process is complete.

When you order using the Instalment option via PayPal, we take the delivery details and email from PayPal servers and use them as your order ID directly. You will receive an email with all details. Please check them carefully! If you did not receive an email, please check the spam folder of the email you use with PayPal first, then contact us through our help desk, or write us an email to info@olloaudio.com if you can't find it. Please let us know the transaction ID from your PayPal account in that case.

Yes, let us know the transaction ID that you'll find in your PayPal account.

Unfortunately no. Status codes are limited to one sum purchases.

All the instalment orders are shipped out with DHL shipping.

warranty

Cable warranty is limited to three months from delivery date (permanently installed, pluggable or as accessories). Due to their nature, cables have strong exposure to wear and tear factor, which depends explicitly on the user’s intensity of use and mechanical load.

Warranty is transferable to the second user if the original purchase receipt is presented with the warranty claim. If OLLO Audio repairs the product, exchanges parts or replaces the product, then the guarantee claim for the defect in question or the replaced product is valid for the remaining duration of the original guarantee period.

OLLO Audio ltd offers a 5-year limited warranty to the S-series headphones and upgrades to the newer models. For the first two years, OLLO Audio provides a limited guarantee as directed with EU directive 1999/44/EC. This limited guarantee is valid worldwide in all countries in which, in each respective case, the national laws do not conflict with these guarantee terms.

More on the 5-YEAR  LIMITED WARRANTY you can read in the warranty section.

collaborations

If you work as a full-time audio engineer, musician, or in a similar audio-related profession and share our passion for pro audio gear, you can apply to become our endorser. You can get more info on endorsement program and apply here.

To get a better picture if we’re a good fit to work together, we need some information regarding your experiences, review format, and reach. Please apply via this form.

We have a growing resellers network and we are open to discuss options.

headphones faq

Balanced frequency response is achieved by perfecting acoustics of the headphones - the structure of the wooden cups, the combination of high precision woven meshes, custom made earpads and careful speaker selection. When all the elements are put together the right way, the result is just amazing. We do not use any DSP processing.

Please contact our support for help. We'll connect with you over skype to guide you and make sure you can keep your warranty intact.

B stock items are new and sonically the same as A stock but with minor scratches on backplates or headband from the manufacturing process.

The wood is not PEFC labelled, but we strictly pick our suppliers through a process of checking their background and environmental responsibility.

Please follow our social media for updates or leave us an email on our website, to be notified of our mailing newsletters.

The S4X are open-back headphones, and the S4R are closed-back headphones. The S4X are specifically designed for mixing, mastering purposes, and the S4R for recording and producing purposes.

S4X leaks more than S4R. Not ideal for vocal or acoustic instruments recording.

We don’t offer balanced cables in our store. You can find these on the open market. Wiring should be tip +(poz), ring and sleeve are both -(neg).

Since our headphones use low impedance drivers, they can be driven with almost any amp. 

There's a way to reduce the headband's clamping force. Here’s a short video to do this, but be careful when applying this to your pair of headphones.

Start with small and gentle movements, and increase the force you put in, stretching the headband slowly. At the same time, control the difference made after each stretch.

If you stretch it too much, the headband will lose the clamping force, resulting in not enough strength to fit on your head properly.

We only have the cables of 2 meters in length available at the moment.

Yes, they are designed to fit as many scenarios as possible. With a 32 ohm impedance, you can drive them quite loud with smart devices too.

No, we don’t use any materials of animal origins in our products.

It's good if you do, but not many people actually hear the difference. If you wish to do that, you can play a sine wave or square at about 80Hz with moderate volume for an hour or so. Alternatively, you can just play music for a few days.

You can order all the spare parts in our web store. Be aware that opening the headphones during the active warranty period will void the warranty.

Since the speakers are matched, you can turn them both ways.

We produce the headphones in our headquarters in Slovenia, EU.

The upgrades are currently available for EU customers only. When importing headphones from non-EU countries, the import costs are so high that the offer is no longer reasonable.